Khumbudzo Mudau
IT Help Desk Support Engineer
Cosmo City
Summary
Friendly Help Desk Technician with 5 years professional experience in quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
6
6
Certificates
4
4
Languages
Work History
IT Help Desk Technician
Private Label Promotion Pty Ltd
Randburg
11.2020 - Current
- Trained and supported end-users with software, hardware and network standards and use processes.
- Responded promptly to incoming sales leads and requests for technical support.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Offering remote support to employees and clients.
- Monitored systems in operation and quickly troubleshot errors.
- Patched software and installed new versions to eliminate security problems and protect data.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Keeping track of assets using asset management software.
- Documented support interactions for future reference.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Configured hardware, devices and software to set up work stations for employees.
- Performed tests of functionality, security and performance of different workstations and devices.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Patiently walked individuals through basic troubleshooting tasks.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Configured hardware and granted system permissions to new employees.
- Back-end setup for new employees.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Provided basic end-user troubleshooting and desktop support.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Manage over 30 service requests per day.
- Providing support services to more than 250 employees
- Installed, modified and repaired software and hardware to resolve technical issues
- Setting up users to printers.
- Troubleshoot printers errors
Cybersecurity Intern
Altron Bytes People's Solution
Randburg
11.2019 - 10.2020
- Reviewed violations of computer security procedures and developed mitigation plans.
- Engineered, maintained and repaired security systems and programmable logic controls.
- Developed plans to safeguard computer files against modification, destruction or disclosure.
- Monitored company inventory to keep stock levels and databases updated.
- Managed over 50 customers and risk decrease with 10%.
Junior System Administrator
Enhanced Location Sailing
Johannesburg
04.2019 - 10.2019
- Effectively interacts with colleagues through development activities enabling achievement of IT strategy.
- Supports team to deliver activities related, but not limited to development activities in line with business brief and SLAs, resolving application domain challenges across critical systems (e.g., Billing, CRM, and Provisioning).
- Supports team with evaluation of Request for Proposal (RFPs) in project delivery. Ensures solving problems, analysis, and interpretation of differing situations to identify, search and select best solution.
- Uses communication skills to exchange ideas and information in concise and logical way to provide technological support of demand management during concept and solution design phases and change requests.
- Maintains strong relations with relevant stakeholders, to include Architects, Solution Designers, project team and vendors.
- Performs other job-related duties or tasks defined by supervisor or resulting from assigned agendas.
- Loading of Value-added services
- Managed over 20 clients and sales increase by 5%
Junior System Administrator
University of venda
Thohoyandou
01.2017 - 11.2018
- Utilized software and e-learning development tools to develop interactive training courses.
- Researched third-party learning tools and solutions to provide recommendations to improve existing offerings and resources.
- Created and edited technical video media to enhance learner engagement with Camtasia, Adobe Premiere and Adobe Illustrator.
- Provides training to faculty and staff in Blackboard Learn course design as well as other professional development sessions
- Provides guidance on new development tools and interface design; assists in assessing and selecting new materials, including educational software
- Schedule and manage online exam support
- Password and user support
- Managed more than 8000 students per month.
Education
Bachelor of Science - Computer Science
University of Venda
Limpopo, Venda 01.2015 - 01.2019
Skills
Active directory and VPN
undefinedCertification
COMPTIA Security +
Timeline
Office 365 Web Apps
08-2022
Microsoft Certified: Azure Fundamentals
08-2022
COMPTIA A+ 1000 - Part 02
07-2021
COMPTIA A+ 1000 - Part 01
06-2021
Certified Ethical Hacking
11-2020
IT Help Desk Technician
Private Label Promotion Pty Ltd
11.2020 - Current
COMPTIA Security +
08-2020
Cybersecurity Intern
Altron Bytes People's Solution
11.2019 - 10.2020
Junior System Administrator
Enhanced Location Sailing
04.2019 - 10.2019
Junior System Administrator
University of venda
01.2017 - 11.2018
Bachelor of Science - Computer Science
University of Venda
01.2015 - 01.2019
Additional Information
1. Company name: Private Label Promotion
Position: IT Support Manager
Name: Mr Vimal Vala
Email address: vvala@plp.co.za
Phone number: 0833149924
2. Company name: Altron Bytes People's Solutions
Position: Project Manager
Name: Mrs Lareign Ruzicka
Email address: Laraleigh.Ruzicka@altron.com
Phone number: 0662168955
3. Company name: Enhanced Location Sailing
Position: CEO
Name: Mrs Neo Makhene
Email address: Neo.Makhene@vcontractor.co.za
Phone number: 0829972997
4. Company name: University Of Venda
Position: HOD E-Learning
Name: Mr Willie Xhazela
Email address: willie.xhazela@mvula.univen.ac.za
Phone number: 083399504
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